API

LiveDesk supports adding an API channel so users can have conversations with customers.

Preparation

Create the API channel through:

"Add Channel" - "API"

Enter Configuration Information

Fill in the configuration information according to the on-screen prompts, then click "Confirm" to complete the setup.

• Channel Name: Enter the channel name.
• Webhook URL: Enter the webhook address for receiving messages.

Detailed Settings

After the channel is created, you can configure detailed settings in the corresponding channel.

Settings

• Set channel greeting message

  Disabled by default. Enter a custom greeting message, which will be automatically sent to the customer when they start a conversation.

• Enable CSAT

  After this feature is enabled, a customer satisfaction survey will automatically start after each issue is resolved. CSAT scores can be viewed later in the Reports section.

Conversation Assignment

Displays the conversation assignment rules for the current channel. It supports routing rules, AI Agent, and Human Agent responses. Conversation assignment priority: routing rules > AI Agent > Human Agent.

When routing rules exist, the system first determines whether the routing rule requirements are met. If multiple routing rules exist at the same time, they are evaluated in order, and conversations that match the rules are assigned accordingly.

If the current scenario does not satisfy the routing rules, the conversation will be assigned to the AI Agent first.

If there is no AI Agent, it will be assigned to the corresponding Human Agent. Automatic assignment is supported, including assignment by concurrent workload, sequential even assignment, and custom workload assignment for agents.

• Assignment by workload

  Conversations are assigned according to the defined workload quantity, with priority given to agents with lower concurrent workloads.

• Sequential even assignment

  Without considering each agent's workload settings, conversations are assigned evenly to each agent in sequence.

• Custom agent workload assignment

  Set a custom workload value for each agent individually, with priority given to agents with lower concurrent workloads.

Human Agent

Supports configuring the human agents who handle conversation messages for this channel. Agents can be added or removed.

AI Agent

Supports configuring the AI agents who handle conversation messages for this channel. You can choose to enable or disable them, and adding a GPT AI Agent is supported.

Working Hours

You can set the team's working hours.

If there are clearly defined business hours, select the "Enable business availability for this inbox (enabled)" checkbox. After selecting this checkbox, the corresponding parameter settings will be displayed below. You can set an unavailable message for visitors during off-hours. You can also choose business hour ranges and the corresponding time zone for each day.